{"id":1939,"date":"2020-06-24T11:31:56","date_gmt":"2020-06-24T11:31:56","guid":{"rendered":"https:\/\/promoguy.nl\/why-customer-relationship-management-systems-are-crucial\/"},"modified":"2025-04-05T14:24:47","modified_gmt":"2025-04-05T14:24:47","slug":"why-customer-relationship-management-systems-are-crucial","status":"publish","type":"post","link":"https:\/\/promoguy.nl\/pt\/blog\/2020\/06\/24\/why-customer-relationship-management-systems-are-crucial\/","title":{"rendered":"Porque \u00e9 que os sistemas de gest\u00e3o das rela\u00e7\u00f5es com os clientes s\u00e3o cruciais"},"content":{"rendered":"<p class=\"wp-block-paragraph\"><a class=\"wl-entity-page-link\"  href=\"https:\/\/promoguy.nl\/pt\/blog\/vocabulary\/customer\/\" data-id=\"https:\/\/data.wordlift.io\/wl1503668\/entity\/customer\" >Cliente<\/a> <a class=\"wl-entity-page-link\" title=\"A rela\u00e7\u00e3o\" href=\"https:\/\/promoguy.nl\/pt\/blog\/vocabulary\/relationship\/\" data-id=\"https:\/\/data.wordlift.io\/wl1503668\/entity\/relationship\" >Relacionamento<\/a> Gest\u00e3o (CRM) \u00e9 uma grande <a class=\"wl-entity-page-link\"  href=\"https:\/\/promoguy.nl\/pt\/blog\/vocabulary\/industry\/\" data-id=\"https:\/\/data.wordlift.io\/wl1503668\/entity\/industry\" >setorial<\/a> e o <a class=\"wl-entity-page-link\"  href=\"https:\/\/promoguy.nl\/pt\/blog\/vocabulary\/software\/\" data-id=\"https:\/\/data.wordlift.io\/wl1503668\/entity\/software\" >software<\/a> O sector da ind\u00fastria de transforma\u00e7\u00e3o tem vindo a crescer a um ritmo acelerado. A dimens\u00e3o do mercado \u00e9 de 40,2 mil milh\u00f5es de d\u00f3lares em 2019 e <a href=\"https:\/\/www.grandviewresearch.com\/industry-analysis\/customer-relationship-management-crm-market\">as projec\u00e7\u00f5es mostram<\/a> que poder\u00e1 expandir-se a um CAGR de 14,2% de 2020 a 2027. Atualmente, a ind\u00fastria tem uma procura crescente de Software as a Service na implementa\u00e7\u00e3o de suites e solu\u00e7\u00f5es de gest\u00e3o das rela\u00e7\u00f5es com os clientes.<\/p>\r\n\r\n\r\n<div class=\"wp-block-image\">\r\n<figure class=\"aligncenter\"><img decoding=\"async\" class=\"wp-image-1940\" src=\"https:\/\/promoguy.nl\/wp-content\/uploads\/2020\/06\/us-customer-relationship-management-market-size.png\" alt=\"Estat\u00edsticas da gest\u00e3o das rela\u00e7\u00f5es com os clientes\" \/><\/figure>\r\n<\/div>\r\n\r\n\r\n<p class=\"wp-block-paragraph\">Os CRMs t\u00eam muito a acrescentar a uma <a class=\"wl-entity-page-link\"  href=\"https:\/\/promoguy.nl\/pt\/blog\/vocabulary\/business\/\" data-id=\"https:\/\/data.wordlift.io\/wl1503668\/entity\/business\" >comercial<\/a>. Ajudam na gest\u00e3o de vendas, fornecendo informa\u00e7\u00f5es acion\u00e1veis, integrando-se com as redes sociais e facilitando a equipa <a class=\"wl-entity-page-link\" title=\"Rede GMA\" href=\"https:\/\/promoguy.nl\/pt\/blog\/vocabulary\/communication\/\" data-id=\"https:\/\/data.wordlift.io\/wl1503668\/entity\/communication\" >comunica\u00e7\u00e3o<\/a>. Os CRM ajudam a controlar os dados dos clientes, a gerir perfis de clientes \u00fanicos e a acompanhar todas as intera\u00e7\u00f5es. Ao faz\u00ea-lo, simplificam muitos dos processos que seriam dif\u00edceis de efetuar manualmente, ao mesmo tempo que fornecem um \u00fanico centro para todas as necessidades de rela\u00e7\u00f5es com os clientes.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">A vertente \"software\" da ind\u00fastria tem muito a oferecer \u00e0s empresas, ajudando-as a organizar e a interagir com a clientela ou os clientes. Ajuda a sua for\u00e7a de trabalho a gerir o seu tempo e a controlar as tarefas. Tamb\u00e9m lhes fornece uma ferramenta poderosa para aumentar a efici\u00eancia no local de trabalho. As ferramentas de gest\u00e3o das rela\u00e7\u00f5es com os clientes fazem-no atrav\u00e9s da organiza\u00e7\u00e3o dos dados de contacto, das perspectivas futuras e da cria\u00e7\u00e3o de lembretes para os representantes. Al\u00e9m disso, trazem ainda mais vantagens.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\">Tipos de sistemas de gest\u00e3o das rela\u00e7\u00f5es com os clientes<\/h2>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">Em termos gerais, existem 3 escalas de CRM:<\/p>\r\n\r\n\r\n\r\n<div class=\"bodyCopyComponent parbase section\">\r\n<div class=\"text-size-default line-height-32\">\r\n<ul>\r\n<li>Sistemas de secret\u00e1ria: Estes s\u00e3o sistemas de \u00e1rea local que funcionam num \u00fanico computador (n\u00e3o \u00e9 o tipo que iremos referir com frequ\u00eancia neste artigo, uma vez que n\u00e3o se enquadra na escala correta de <a class=\"wl-entity-page-link\"  href=\"https:\/\/promoguy.nl\/pt\/blog\/vocabulary\/online\/\" data-id=\"https:\/\/data.wordlift.io\/wl1503668\/entity\/online\" >em linha<\/a> gest\u00e3o de clientes)<\/li>\r\n<li>Sistema cliente\/servidor: Funcionam atrav\u00e9s de uma base de dados central armazenada num servidor comum. Normalmente, s\u00e3o sistemas auto-hospedados que funcionam com um software instalado no computador pessoal de cada utilizador<\/li>\r\n<li>Sistemas baseados na nuvem: Estes s\u00e3o os mais <a class=\"wl-entity-page-link\" title=\"Nowoczesna\" href=\"https:\/\/promoguy.nl\/pt\/blog\/vocabulary\/modern\/\" data-id=\"https:\/\/data.wordlift.io\/wl1503668\/entity\/modern\" >moderno<\/a> Os servidores s\u00e3o fornecidos e alojados em linha por um fornecedor terceiro, que normalmente trabalha a n\u00edvel mundial, desde que haja acesso \u00e0 rede. Os servidores s\u00e3o fornecidos e alojados em linha por um fornecedor terceiro, normalmente<\/li>\r\n<\/ul>\r\n<p>O sistema cliente\/servidor e o <a class=\"wl-entity-page-link\"  href=\"https:\/\/promoguy.nl\/pt\/blog\/vocabulary\/cloud-based\/\" data-id=\"https:\/\/data.wordlift.io\/wl1503668\/entity\/cloud-based\" >baseado na nuvem<\/a> s\u00e3o os mais eficientes, mas cada um tem os seus inconvenientes. Por um lado, o custo de um servidor pessoal \u00e9 muito superior ao das plataformas de nuvem de terceiros. Por outro lado, o primeiro d\u00e1 \u00e0 empresa um maior grau de controlo sobre a seguran\u00e7a e a privacidade. A recupera\u00e7\u00e3o de desastres tamb\u00e9m pode ser complicada se a empresa tiver de a fazer ela pr\u00f3pria. Mas depender de um terceiro pode ser arriscado. A mobilidade \u00e9 outra quest\u00e3o. Um servidor pessoal raramente pode estar t\u00e3o amplamente dispon\u00edvel como a maioria das grandes plataformas de nuvem.<\/p>\r\n<p>A escolha dos tipos de servidores deve basear-se nas necessidades da empresa, uma vez que cada um deles tem diferentes considera\u00e7\u00f5es que podem influenciar os processos de gest\u00e3o de clientes da empresa.<\/p>\r\n<\/div>\r\n<\/div>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\">Solu\u00e7\u00f5es integradas de software de gest\u00e3o das rela\u00e7\u00f5es com os clientes<\/h2>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">O que \u00e9 que o software CRM faz e que valor acrescenta para al\u00e9m do que o nome indica? Uma das principais vantagens que proporciona \u00e9 a facilidade de manter todas as rela\u00e7\u00f5es com os clientes num \u00fanico local. Manter todas as informa\u00e7\u00f5es necess\u00e1rias sobre os clientes num \u00fanico local pode ser um enorme benef\u00edcio para a produtividade. Permite que as empresas optimizem os seus processos e coordenem muito mais facilmente os departamentos. Os sistemas de gest\u00e3o das rela\u00e7\u00f5es com os clientes ajudam ainda mais os gestores e os representantes a acelerar o processo de procura de ficheiros e documenta\u00e7\u00e3o. Isto n\u00e3o \u00e9 apenas \u00f3timo para a empresa, mas tamb\u00e9m um passo crucial para o sucesso do cliente.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">Os CRM permitem que os representantes e as suas equipas automatizem os seus processos ao longo de v\u00e1rias linhas, melhorando assim a efici\u00eancia. As equipas n\u00e3o t\u00eam de passar tanto tempo a registar e-mails, chamadas, reuni\u00f5es e intera\u00e7\u00f5es. Podem armazenar este tipo de informa\u00e7\u00e3o automaticamente e recolh\u00ea-la\/agreg\u00e1-la no sistema. Outros benef\u00edcios da automatiza\u00e7\u00e3o dos CRMs aparecem quando os representantes actualizam todos os neg\u00f3cios em termos da fase em que se encontram. O sistema pode tratar automaticamente de muitas das tarefas numa determinada fase. Isto inclui a pondera\u00e7\u00e3o, a soma e a visualiza\u00e7\u00e3o.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">Para al\u00e9m de permitirem uma melhor contabilidade e programa\u00e7\u00e3o, os CRM tamb\u00e9m convidam a novas formas de recolha de dados sobre a rela\u00e7\u00e3o com os clientes. <a class=\"wl-entity-page-link\"  href=\"https:\/\/promoguy.nl\/pt\/blog\/vocabulary\/digital\/\" data-id=\"https:\/\/data.wordlift.io\/wl1503668\/entity\/digital\" >Digital<\/a> Registos como estes podem ser muito ben\u00e9ficos para conhecer as intera\u00e7\u00f5es exactas que est\u00e3o a ocorrer com o cliente. Os representantes ter\u00e3o um cat\u00e1logo facilmente pesquis\u00e1vel de quando um contacto visitou a sua empresa <a class=\"wl-entity-page-link\" title=\"jannal ali\" href=\"https:\/\/promoguy.nl\/pt\/blog\/vocabulary\/website\/\" data-id=\"https:\/\/data.wordlift.io\/wl1503668\/entity\/website\" >s\u00edtio Web<\/a> ou descarregaram conte\u00fados a partir dele, ou se j\u00e1 falaram com outro membro da sua equipa de vendas. Catalogar e visualizar esses dados nunca foi t\u00e3o f\u00e1cil.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\">Benef\u00edcios da comunica\u00e7\u00e3o<\/h2>\r\n\r\n\r\n\r\n<figure class=\"wp-block-image\"><img decoding=\"async\" class=\"wp-image-1946\" src=\"https:\/\/promoguy.nl\/wp-content\/uploads\/2020\/06\/business-businessman-man-difficult.jpg\" alt=\"Gest\u00e3o da rela\u00e7\u00e3o com o cliente Comunica\u00e7\u00e3o\" \/><\/figure>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">Os CRM s\u00e3o mais \u00fateis para melhorar a comunica\u00e7\u00e3o com os clientes e entre departamentos. A comunica\u00e7\u00e3o entre representantes tamb\u00e9m \u00e9 muito melhorada com estes sistemas. Os representantes podem seguir todas as partes da compra do cliente, construindo uma imagem exacta do percurso do comprador. Podem utilizar todas as intera\u00e7\u00f5es, e-mails, chamadas telef\u00f3nicas e outros eventos de comunica\u00e7\u00e3o como dados para uma melhor comunica\u00e7\u00e3o. Por exemplo, um representante pode utilizar o CRM para saber se e quando precisa de contactar novamente a sua clientela.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">Al\u00e9m disso, os representantes podem subdividir a sua base de clientes por localiza\u00e7\u00e3o, dimens\u00e3o da empresa ou fase do neg\u00f3cio, tornando a comunica\u00e7\u00e3o interdepartamental muito mais f\u00e1cil (especialmente para as grandes empresas). Isto \u00e9 particularmente \u00fatil para designar e reatribuir tarefas, uma vez que os CRMs permitem aos gestores marcar os representantes para tarefas espec\u00edficas. Os l\u00edderes de vendas, gestores e representantes podem tamb\u00e9m reatribuir contactos espec\u00edficos com apenas alguns cliques.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">Este modo de funcionamento \u00e9 particularmente \u00fatil para as tarefas administrativas. Os CRM n\u00e3o s\u00f3 podem gerar dados e relat\u00f3rios de vendas. Podem tamb\u00e9m simplificar a introdu\u00e7\u00e3o manual de dados, registar conversas com carimbo de data\/hora e catalogar informa\u00e7\u00f5es de contacto. Isto poupa muito tempo e torna a transmiss\u00e3o de informa\u00e7\u00f5es entre as partes menos complicada. H\u00e1 muitas vantagens em que todos trabalhem a partir do mesmo conjunto de dados, o que tamb\u00e9m pode evitar todo o tipo de falhas de comunica\u00e7\u00e3o. Assegurar que todos t\u00eam a mesma fonte de n\u00fameros e informa\u00e7\u00f5es sobre os clientes \u00e9 um grande passo para manter toda a gente na mesma p\u00e1gina.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\">Vantagens financeiras do software CRM<\/h2>\r\n\r\n\r\n\r\n<figure class=\"wp-block-image\"><img decoding=\"async\" class=\"wp-image-1944\" src=\"https:\/\/promoguy.nl\/wp-content\/uploads\/2020\/06\/communication-skills-3224425_960_720.jpg\" alt=\"Gest\u00e3o da rela\u00e7\u00e3o com o cliente Financeiro\" \/><\/figure>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">De acordo com a Hubspot, as empresas que utilizam CRMs registam um aumento de 29% nas vendas, melhor produtividade da equipa e uma s\u00e9rie de outros benef\u00edcios. Embora as empresas acabem por pagar quantias vari\u00e1veis, o ROI aparente \u00e9 muito elevado. A automatiza\u00e7\u00e3o de grande parte da recolha de n\u00fameros torna a recolha de dados sobre vendas muito mais f\u00e1cil de acompanhar e utilizar. Como mencionado anteriormente, tamb\u00e9m tem a vantagem de tornar as tarefas aborrecidas, como a gera\u00e7\u00e3o de relat\u00f3rios de vendas, numa quest\u00e3o de alguns cliques.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">A avalia\u00e7\u00e3o de relat\u00f3rios personalizados tamb\u00e9m \u00e9 muito f\u00e1cil. A obten\u00e7\u00e3o de todo o tipo de dados e m\u00e9tricas pode fornecer muitas informa\u00e7\u00f5es sobre a forma como os clientes est\u00e3o a reagir \u00e0s suas t\u00e1cticas de vendas. Tamb\u00e9m pode ser uma \u00f3ptima ferramenta de teste e ensino para <a class=\"wl-entity-page-link\" title=\"Os trabalhadores\" href=\"https:\/\/promoguy.nl\/pt\/blog\/vocabulary\/employees\/\" data-id=\"https:\/\/data.wordlift.io\/wl1503668\/entity\/employees\" >empregados<\/a>O sistema de previs\u00e3o de resultados \u00e9 uma ferramenta de gest\u00e3o de risco que fornece feedback \u00fatil com base em modelos matem\u00e1ticos. Isto torna a tomada de decis\u00f5es estrat\u00e9gicas ainda mais simples, uma vez que o planeamento de previs\u00f5es precisas \u00e9 uma das principais preocupa\u00e7\u00f5es quando se trata de planear a sua pr\u00f3xima jogada.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">Isto tamb\u00e9m ajuda a gerar facilmente diferentes per\u00edodos de tempo ou escalas de tempo. Receitas mensais ou anuais, n\u00e3o importa. A automatiza\u00e7\u00e3o pode gerar estes relat\u00f3rios em pouco ou nenhum tempo. Estes podem tra\u00e7ar o crescimento da sua empresa para que os potenciais investidores tamb\u00e9m o vejam. Mantenha as partes interessadas informadas com estas tecnologias e utilize as tecnologias de gest\u00e3o das rela\u00e7\u00f5es com os clientes para encontrar as melhores t\u00e1cticas para o futuro.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\"><em>Artigo relacionado: <a href=\"https:\/\/promoguy.nl\/pt\/blog\/small-business-seo-practices-for-beginners\/\">Pr\u00e1ticas de SEO para pequenas empresas<\/a><\/em><\/p>","protected":false},"excerpt":{"rendered":"<p>A gest\u00e3o das rela\u00e7\u00f5es com os clientes (CRM) \u00e9 uma grande ind\u00fastria e o sector do software que a integra tem vindo a crescer a um ritmo acelerado. Os sistemas de gest\u00e3o das rela\u00e7\u00f5es com os clientes ajudam os gestores e os representantes a acelerar o processo de procura de ficheiros e documenta\u00e7\u00e3o.<\/p>","protected":false},"author":1,"featured_media":14624,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"wl_entities_gutenberg":"","footnotes":""},"categories":[18],"tags":[427,258,428],"wl_entity_type":[47],"class_list":["post-1939","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-client-management","tag-communication","tag-customer-engagement-strategies","tag-customer-relationship-management","wl_entity_type-article"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.0 (Yoast SEO v28.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Why Customer Relationship Management Systems Are Crucial - Promoguy Digital Marketing Agency<\/title>\n<meta name=\"description\" content=\"Customer Relationship Management (CRM)\u00a0is a big industry and the software sector within it has been growing at a rapid pace. 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